Technical Support Manager

    • Job Tracking ID: 512699-780626
    • Job Location: Atlanta, GA
    • Job Level: Management
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: July 09, 2021
    • Years of Experience: 5 - 7 Years
    • Starting Date: ASAP
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Job Description:

Job Title: Technical Support Manager

Job Status: Full Time

Department: Information Technology

Reports to: IT Director

FLSA Status: Exempt

Job Purpose: Lead of service desk operations, providing hardware, software, and network support. Managing day to day technical operations ensuring security compliance, also scaling to support growing organization needs.


Essential Duties & Responsibilities:

Technical duties include:

  • Acts as lead technical support for the entire zoo community (organization and partners) including but not limited to support of Microsoft Windows, Microsoft Office, Gateway Galaxy, Adobe Creative Cloud, Blackbaud Raiser’s Edge, Financial Edge, Retail Pro applications.
  • Assist with support and rollout of IT projects which may include equipment upgrades, software upgrades, system upgrades, systems hardening, cyber security and other projects as required.
  • Monitor all systems (network and application), identifying, prioritizing and responding to incidents.
  • Utilize service desk system to document, assign, respond, and resolve support requests as received by end users.
  • Install, configure and support phone system (Mitel VoIP phone handsets, conference phones, etc.).

Management responsibilities include:

  • Contact software vendors to obtain specifications, pricing, and other purchase related information needed to guide departments in software and hardware selection. Assist in negotiating site license and coordinates volume purchase arrangements for standard software and hardware.
  • Provide guidance for Tier I analyst in professional development and training of core-IT operations.
  • Train users (individual and group setting) in basic and advanced use of software programs including Microsoft Office Suite (Outlook, Excel, Word, PowerPoint, etc.).
  • Develop and update technical work procedures and knowledge base articles for IT team and organization wide needs.
  • Maintain fixed asset records for new, retiring or moved computers, maintaining equipment inventory, and performing hardware and software audits.
  • Performs other related duties as required to accomplish the objectives of the position.
  • Must be willing to support Zoo Atlanta’s Vision, Mission and Values statement.

Experience and Skills:



  • 7+ years of IT support experience (preferably in mid-size to enterprise environment).
  • Preferably 3 years managerial and leadership experience
  • Working knowledge of networking tools and concepts: LAN, WAN, VPN, Routers, Switches, Firewalls, VLANs, 802.11 wireless, TCP/IP, DNS.
    • Expertise with Windows Desktop and Server Operating Systems (2019 OS and prior) within an Active Directory environment.
    • Advanced proficiency in analytical tools (e.g. Excel, Power BI, SQL Reporting Studio)

Non-Technical Qualification

  • Requires the ability to independently perform all the duties of the position efficiently and effectively.
  • Must possess the ability to work with confidential information and not share with others. Must comply with Zoo Atlanta’s Code of Ethics policy regarding the entrustment of access to confidential information.
  • Must have strong communication and training skills and be able to communicate technical information to non-technical users.
  • Must be able to pass a criminal background check and drug test
  • Zoo Atlanta is open to the public 363 days out of the year, therefore, all positions at Zoo Atlanta may require employees to work some weekends, holidays and evenings.


Position requires a BA/BS degree in Computer Information Systems (CIS) or related discipline; or the combination of education and experience that enables performance of all aspects of the position.


  • Prefer certification to Microsoft MCSP level or equivalent.

Driving Requirements: Georgia Driver’s license required.

Physical Demands: Ability to lift up to 50 lbs.

WORK ENVIRONMENT: Office environment and park

MISC: This job description is not intended to be all-inclusive. Therefore, the employee may be required to perform other reasonably related duties as assigned by the immediate supervisor or other management. The company reserves the right to revise or change job duties as business requirements dictate. It is mutually agreed that this job description does not constitute a written or implied contract of employment.

Zoo Atlanta is and EOE and provides a Smoke-free and Drug-free Work Environment